Timothy West
Customer Complaints Co-Ordinator
Auckland,Auckland
Summary
Experienced Complaints Administrator, eager to take the next step forward.Robust knowledge of the complaints process, proven skill communicating with customers and subcontractors and a strong record of closures. Dedicated to the Downer standard and to making positive contributions through hard work.
Overview
14
14
years of professional experience
15
15
years of post-secondary education
Work History
Customer Complaints Administrator
Downer Group
8 2023 - Current
- Managed all customer complaints related to the healthy homes program.
- Assisted with daily administration duties including processing of work orders, invoicing and organizing appointments.
- Active communication with Kainga Ora regarding quotes, approval of works and resolution of complex work orders.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Accompanied operational staff on site visits to assist with customer interactions and gathering of signoff information.
- Running of reports via pivot tables, keeping up to date excel tracker regarding outstanding work orders and complaints.
- Contract Renewed July 2024 for 1 Year
Healthcare Assistant
Waitemata District Health Board
03.2012 - Current
- Transported patients between rooms and appointments or testing locations.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Employed mobility devices and equipment to lift patients from chairs to beds, following all safety procedures to avoid injuries.
- Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilising medical and mobility equipment.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
- Checked supply availability and laid out instruments for patient rooms.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimise treatment planning and care delivery.
- Evaluated patients to identify and address wounds, behavioural concerns and medically-relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
- Maximised patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Trained Newer Staff via orientation
Bureau HCA
Waitemata District Health Board
06.2011 - 03.2012
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilising medical and mobility equipment.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Maximised patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Maintained best-in-class standards for individualised care in 4-bed unit by continuously checking in with patients and families and quickly providing care.
- Employed mobility devices and equipment to lift patients from chairs to beds, following all safety procedures to avoid injuries.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
Orderly
Counties Manukau District Health Board
10.2010 - 06.2011
- Warmly greeted patients and visitors and made each feel welcome.
- Maintained confidentiality of patient data and condition at all times to safeguard health information.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Provided transportation services for inpatients and outpatients patients in hospital environment
- Collected laboratory specimens, dropped off at laboratories and picked up test results.
Education
High School Diploma -
Liston College
Auckland 02.2003 - 09.2007
Bachelor of Arts - Sociology
University of Auckland
Auckland 03.2007 - 05.2012
Post Graduate Diploma - Sociology
University of Auckland
Auckland 07.2018 - 09.2019
Master of Arts - Sociology
University of Auckland
Auckland 06.2019 - 06.2023
Skills
Administrative support
Microsoft Office Suite
Conflict Resolution
Research
Data entry
WMS
Microsoft Teams
Sharepoint
Investigation
Accomplishments
- Managed Both Otara-Takanini and Mangere-Manukau during colleagues absence in March. During this time we reached a score of level 5.
- x1 Golden Hammer Recipient for safety and x2 further nominations
- Managed Wellington and Otara Regions while Wellington team lacked a complaints co-ordinator. During this time Wellington reached a score of Level 5.
- Recipient of Own'd in it 2023 award for the downer pillar of relationships for work liaising with subcontractors.
- Managed the creation and assignment of all spotless complaints from october 2022 to February 2023, during which time non actioned complaints dropped from several hundred to around 75.
- Essential worker during the covid-19 Pandemic, spent two months working in a Covid Isolation ward. Received letter of commendation from employer.
Referees
Kevin Barry
Senior Trades Resource Manager- Trades Resource Team
kevin.barry@spotless.co.nz
+64 21973702
130 Kerrs Rd,
Wiri
Auckland 2104
Shivendra Sakale
Trades Resource Team Manager-Trades Resource Team
shivendra.sakale@spotless.co.nz
+64 212289917
130 Kerrs Rd,
Wiri
Auckland 2104
Darlene York
Program Manager-Healthy Homes- Kainga Ora Contract
130 Kerrs Rd,
Wiri
Auckland 2104
DDI +64 9 526 3651
M +64 27 551 5504
E Darlene.york@spotless.co.nz
Luluvita Lopeti
Project Co-ordinator- Kainga Ora
M 021 284 3234
E lulu.lopeti@kaingaora.govt.nz
Timeline
Master of Arts - Sociology
University of Auckland
06.2019 - 06.2023
Post Graduate Diploma - Sociology
University of Auckland
07.2018 - 09.2019
Healthcare Assistant
Waitemata District Health Board
03.2012 - Current
Bureau HCA
Waitemata District Health Board
06.2011 - 03.2012
Orderly
Counties Manukau District Health Board
10.2010 - 06.2011
Bachelor of Arts - Sociology
University of Auckland
03.2007 - 05.2012
High School Diploma -
Liston College
02.2003 - 09.2007
Customer Complaints Administrator
Downer Group
8 2023 - Current
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